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Klaviyo is seeking a Senior Staff Engineer to lead the technical and product direction of their Customer Agent platform, a conversational AI system enabling brands to serve customers at scale. This is a principal-caliber individual contributor role where you'll architect and build a 0-to-1 agentic product with startup speed backed by enterprise resources.
You will own the platform end-to-end, from architecture through production, tackling the hardest technical challenges: orchestration, evaluation frameworks, guardrails, memory and context management, self-healing systems, and failure handling for non-deterministic AI systems. You'll write and ship code, review designs, mentor through technical leadership rather than direct management, and partner with product, design, data science, and go-to-market teams to shape the roadmap.
The role requires deep production experience with agentic systems. You must have architected, built, scaled, and supported a production agent system end-to-end—not just prototyped one. You've learned hard lessons about securing agents against misuse, operational reliability at scale, and keeping non-deterministic systems stable as usage grows. You've set technical direction for entire product areas before, with designs and frameworks that other teams adopted and built upon.
You stay hands-on: writing code, reviewing your own architecture decisions, debugging production issues yourself, and communicating complex technical trade-offs clearly across engineering, product, and executive audiences. You can turn undefined problems into plans others rally behind.
Nice-to-haves include experience running multi-tenant agent platforms at production scale, building 0-to-1 products or working in startups, and a track record with production evaluation systems, AI observability, or human-in-the-loop workflows for LLM-powered products. The team is based in Boston and works in-office.
